Taking money and not for fulfilling delivery

Basically the short version is Incredible Connection took my money for a product and isn’t giving me what I purchased. I placed an order on the 22nd of May. On the 24th of May I received an email that my order is out for shipment. I didn’t receive anything that Friday. On the 27th the morning I received an email saying again that my order is our next delivery, only to be followed up with another message saying “ Unfortunately, we were not able to complete your Incredible delivery today. We will reschedule your delivery and communicate the new delivery date.”

After this no communication has been send to me since. I contacted support the 28th to query the situation and the person was so rude. They opened a ticked and told me Incredible connection will phone me. I still haven’t received any phone call on the 30th and decided to contact Incredible again. Another rude employee gave me feedback and indicated that my package is out for delivery today and I should wait at my work until 7 pm for the courier. This is ridicules to expect that. I was still busy asking the operator questions and the person decided they had enough and ended the chat. On the 31st I contacted support again and the operator told me that my ticket is still open and I should wait for someone to phone me. I told them no one is communicating to me on what is happening and the operator said I must wait for a call later the day. No one has phoned me and till today no one has respond. I don’t know if I should open up a ******** case of theft or what will get this company to deliver my stuff I paid. No one is giving me any feedback.